Voci Technologies' Speech Recognition Solution Selected by Castel Communications to Enhance Call Center Performance

Call center technologies and platforms are enriched with regular enhancements and innovations to make sure call centers are able to address the latest issues and challenges being faced by them in a proactive manner. Integration of voice recognition technologies with call center platforms is one of these new approaches.

Castel Communications, LLC, a provider of call center solutions, has announced that it has selected solutions by Voci Technologies Inc., a company that offers enhanced speech recognition appliances, for enabling accurate and error free voice recognition, which will empower the call center executives in understanding the queries and issues raised by their customers in a better way.

Based in Buffalo, N.Y., Castel (News - Alert) Communications offers its products to a number of well known financial institutions, collection agencies and telemarketing organizations worldwide; the solutions by Voci Technologies allow call center workforce to receive real-time call monitoring and alerts and analyze the spoken voice of the customers to address their problems effectively. The company provides low cost speech recognition solutions to decipher the details hidden within comprehensive customer conversations captured through call centers.

“Providing to call centers the ability to determine if a Mini-Miranda is stated while a call is occurring builds a business’ confidence that their agents are following standardized procedures,” commented John Ripa, chief operating officer at Castel.

Leveraging the Castel Detect v2, call centers will be able to analyze and find a number of minute details before completing the call with the customer. If an agent forgets to mention a crucial aspect to the customer while attending to the call, the solution will monitor the activity and will remind him or her to do the same. Still, if the required activity is not monitored after a couple of seconds, the solution provides both a visual and audible alert to the call center agent as an urgent reminder to take necessary action before ending the call.

In the latter phase of first quarter 2012, Castel Detect v2 will be implemented within call centers to enable them monitor and detect words and phrases while attending live calls.

“By combining Castel’s products with Voci’s speech recognition appliance, we’re launching a new footprint in the way call centers communicate with their customers,” said Rachid Cheaib, chief executive officer at Castel Communications. “Castel Detect v2 is an incredible tool for businesses looking to ensure regulatory compliancy and enhance customer experience.”

In September 2011, Voci Technologies Inc. announced the introduction of V-Blaze, a commercial speech recognition appliance which can accurately convert audio files to text orders faster than any other speech recognition solution.

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